Air Canada has implemented a new policy charging customers $30 per passenger for booking flights over the phone, starting on October 15. This move aligns Air Canada with other airlines like WestJet, United Airlines, and various low-cost carriers that also impose non-refundable phone booking fees. However, competitors such as Delta Air Lines and Southwest Airlines still offer phone booking without additional charges.
For a family of four booking an Air Canada trip via phone, this new fee will add an extra $120 to their bill. The airline aims to encourage customers to use their website or app to make reservations, thereby reducing call center costs or offsetting them.
Andrew D’Amours, co-founder of flight deal website Flytrippers, noted that the change may particularly impact seniors who prefer phone bookings. He mentioned, “A lot of people, probably older folks, don’t really like booking on the app or on the internet. So I get the argument that it’s kind of unfair for them.”
This move reflects the ongoing trend in the airline industry of “unbundling,” where airlines charge separately for services that were previously included in the standard fare. Passengers now commonly pay extra for services like checked bags, seat selection, priority boarding, and onboard snacks. Airlines argue that unbundling provides transparency for customers, with the cost of specific services borne by those who use them.
D’Amours offered an analogy, comparing the trend to buying cheese: “If you buy cheese, you can buy the brick and it’s much cheaper. Or you can buy it shredded. It’s more expensive, but you choose that for the convenience. If you don’t want to book online, you can pay someone to do it.”
Air Canada clarified that customers requiring specialized assistance or with accessibility needs are exempt from the phone booking fee. The airline also stated that no fee would apply in case of trip disruptions like delays or cancellations.